Customer onboarding/Tech service

Unclassified - Highland Heights, OH

Full-time

Highland Heights, OH

About the position

This position at BrowsingMagic.com is an exciting opportunity for a customer onboarding and tech service representative. The role is designed for individuals who thrive in a fast-paced environment and enjoy problem-solving. As a key member of our dedicated team, you will be responsible for providing exceptional customer service, which is the cornerstone of our company. Your primary focus will be on maintaining our current code bases for BrowsingMagic.com, which is a patent-pending lead generation program that integrates QR code and SMS technology. As the program rolls out, you will be expected to make significant modifications and enhancements to the code, with support from management and external resources. In this role, you will assist in onboarding new users and troubleshooting issues during the rollout phase. This will involve direct interaction with the BrowsingMagic.com codebase, allowing you to apply your technical skills while helping users navigate the program. We encourage you to contribute ideas for improving daily procedures and long-term goals, fostering a collaborative and innovative work environment. Additionally, you will be required to undertake training coursework in PHP and MySQL, which will be covered by BrowsingMagic during working hours. This position is based onsite at the TenantMagic offices, providing a supportive and positive office atmosphere. Your contributions will not only help users but also enhance your own technical knowledge and skills, making this a rewarding position for those who are eager to learn and grow in their careers.

Responsibilities

• Daily maintenance for both applications including backups, review of logs, and any unresolved trouble tickets.
• Provide daily onboarding assistance to new users and support to registered users of BrowsingMagic, including answering questions and analyzing problems.
• Communicate clearly and effectively with users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Assist users with the program implementation.
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management.
• Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible.
• Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with the program.
• Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
• Flow chart Browsing Magic processes to better understand the code base.
• Create and implement new processes to improve efficiency and customer satisfaction.

Requirements

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Familiarity with LAMP stack.
• Proficient with or the ability to quickly learn an array of software.

Benefits

• Training coursework in PHP and MySQL paid for by BrowsingMagic during working hours.